By bringing Solvvy on board, Zoom Video Communications expects to offer superior customer service experiences to a global enterprise base and quickly work to tap new opportunities in contact centre and customer support
Solvvy to be acquired by Zoom Video Communications. (Credit: Coolcaesar/Wikipedia.org)
Zoom Video Communications has agreed to acquire Solvvy, a conversational artificial intelligence (AI) and automation platform built for customer support.
The financial terms of the deal were not disclosed.
Solvvy is said to have built its platform to facilitate fast, customised resolutions for customers. It is also claimed to boost agent productivity, while uncovering valuable insights to empowering support leaders and their teams.
The conversational AI firm’s intelligent chatbot and automations have powered conversations for brands like HelloFresh, Under Armour, Vimeo, Zwift, and Stash.
Zoom’s deal with Solvvy follows the former’s launch of the Zoom Contact Center in February 2022. Zoom Contact Center is a contact centre platform that supports a suite of channels that currently include voice and video, and SMS and webchat in the future.
Solvvy CEO and co-founder Mahesh Ram said: “Zoom’s Contact Center brings the same level of scalability, simplicity, and respect for the end-user, making Zoom the premier communications platform for businesses worldwide.
“When combined with our modern tech stack, talented team, and AI expertise, we believe we can fundamentally transform the customer experience. The benefits of Zoom’s deep technical expertise, industry-leading platform, and global reach will further scale the impact we have on our customers and serve new ones.”
Upon closing of the deal, Zoom will incorporate and grow Solvvy’s capabilities across its contact centre platform.
With Solvvy on board, Zoom expects to offer superior customer service experiences to a global enterprise base. Besides, the enlarged company will quickly work to tap new opportunities in contact centre and customer support, said Zoom.
Zoom product and engineering president Velchamy Sankarlingam said: “The nature of customer experience is transforming fundamentally, as enterprises increasingly need to deliver exceptional, personalised, and effortless customer experiences. Solvvy understands this shift and is the ideal platform to enhance our Zoom Contact Center offering.
“Solvvy’s differentiated AI and machine learning technology, deeply talented team, and an easy-to-deploy solution will help accelerate our roadmap to creating a concierge-level experience for customers worldwide.”
The deal is anticipated to close in Q2 FY2023.